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Five principles of digital responsibility for public service

OVERVIEW

Collecting and analyzing personal data has unlocked significant benefits for organizations across industries. Public service is no exception. As citizens demand more innovative services and a more tailored experience, gathering and using personal data will become even more critical. But what if people stop sharing their data so freely? Businesses and governments in both developed and emerging economies face this disruptive prospect. Recent Accenture research sheds light on a number of risks around the collection of personal data. Here, Accenture presents the findings of the research and shares five principles of digital responsibility to help address potential risks.

ANALYSIS

Yes, there are growing concerns about the collection and use of personal data by business and governments. But those concerns shouldn’t stand in the way of delivering public service for the future.

Accenture believes five principles of digital responsibility—stewardship, transparency, empowerment, equity and inclusion—can address potential risks and fuel opportunities for more innovative and effective public services.

1. Digital Stewardship

Ensuring that management of personal data is consistent with the expectations of those providing it.

2. Digital Transparency

Demonstrating openness in how governments use personal data.

The Estonian government has updated its laws to ensure such transparency. The government may not ask for any piece of information more than once, and citizens have the right to know what data is held on them. By logging in with their e-IDs, citizens can see who is accessing their personal data and what kind of personal data is being accessed. Citizens also can prohibit third parties from using their data. They can even see if a police patrol has checked their car registration plate. In 2013, 1,370 requests for explanations and information of data access were processed.

3. Digital Empowerment

Giving individuals greater control over and insight from their data.

With the 2013 launch of the Healthline Symptom Checker mobile app, the New Zealand Ministry of Health has been able to provide a more convenient channel for citizens to seek health information. By entering their symptoms into the app, citizens can receive health advice ranging from information to manage the condition at home to calling an ambulance.

4. Digital Equity

Clarifying and potentially increasing the benefits citizens get in exchange for sharing their data.

In 2014, the Moscow municipal authority launched the Active Citizen mobile app. The app serves as a platform for popular referendums, as well as for citizens to report problems and discuss issues they are concerned about. Citizens can also post their addresses in their profile so that they receive signals about issues they might wish to participate in from their own area. Active Citizen incents citizens to participate with a variety of benefits, such as free theater tickets, free parking and other city services. In 2014, more than 140,000 people registered for the app.

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